customer service

Customer Down. We Go the Extra Mile — about 270 of them — to fix it.

Posted May 28, 2020 by Pepper Hastings

Categories: Blog, customer service, Yaskawa Drives

AC drive on the fritz means line is down -- no bueno.

Late yesterday, our Dallas-based customer had a Yaskawa F7 drive generating error codes. Their bottling line was down. Customer called us to see if we could send someone to look at it immediately.

One of our sales engineers, Mason Godwin, walked through the error codes over the phone with the customer and determined there was a failure at the board level inside the drive.

Customer had two options: Take the circuit board out of the drive and send it to us for troubleshooting and repairs (could take several days, if repairable). Or, install a new Yaskawa A1000, 150 HP drive, which was on the shelf at our Houston location (would take less than 24 hours). Customer opted for new drive option.

Customer services reps coordinated with a courier service to pick up the drive in Houston and hot-shot it to Dallas. Drive left Houston after 7 p.m. and arrived at customer site around 1 a.m., where our field service tech Dennys Aguilar was on standby to install and commission the drive.

Today, Godwin will pick up the old F7 drive and send it to our repair depot so the customer has a back-up on the shelf should this happen to one of their production lines in the future.

Parts in stock. Technically competent sales engineers. On-site 24/7 field service techs available. Industrial electronic repairs down to the board level. We are one-stop solution for you. Try us, we like being legendary for our customers.

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Customer Testimonial: Another Happy Customer

Posted December 23, 2011 by Pepper Hastings

Categories: customer service, Employees

Tags: ,

Well, it happened again. Another written testimonial from a customer complimenting one of our customer service staff: this time, Cyrus Jahani. Read for yourself why Innovative-IDM is the home of LEGENDARY customer service.

Jeff,

As you know we are in the process of building several machines at [our company].  As we are new to this process there are always items that are missed on the original BOM.  I can not even begin to explain how much Cyrus has meant to our success.  He sends emails to me before 8am, is always there late and never makes any mistakes.  I am always 100% confident that I can take what he tells me to the bank.  As you know I am kind of a jerk and mainly only work with vendors that give me a quick and precise response, so Cyrus fits my needs/wants very well.

If you can pass my appreciation onto Cyrus Jahani’s manager I would greatly appreciate it.

Andy

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